OEM Connect (remote assistance)

Open Machine Config → General and check OEM Machine. A new OEM Connect section appears: pick your builder from the list, click Pair machine, and read them the short code on your screen — a quick phone call finishes it. Machines that ship with a JetCad3 config file can arrive pre-provisioned; one click on Activate OEM Connect pairs them with no code at all. Unpair any time from the same section. Your builder can also release the machine from their My Machines list — that ends access immediately and returns this computer to the normal pairing screen if it ever needs support again.

With OEM Connect enabled, your builder can check the machine's runtime statistics — including the per-run THC graph, so a torch-height problem can be diagnosed against the exact cut where it happened — and pull logs to diagnose a problem before they even call you back. These reads never interrupt you — but they are never silent either: a note appears in the corner of JetCad3 each time, and every access is written to the Activity list in the OEM Connect section. That log lives on your computer and is never rewritten.

Anything beyond reading — seeing your screen, moving files, adjusting machine settings, or opening a terminal — requires your approval for that session. The request dialog lists exactly what's being asked; closing it is a refusal. While a session runs, a badge with your builder's name sits in the top-right of the window — click it to see exactly what the session allows, and to End session in one click, cutting access instantly.

A few things worth knowing:

• Screen sharing shows JetCad3, never your desktop. Your builder sees the JetCad3 window and nothing else — your workspace, the tabs, and the app menus, which move into the window's own top bar for the duration of the session so they stay visible (they go back when it ends). Email, browser, anything else on the computer cannot enter the picture. When you're showing them something, they can see where your mouse is pointing.
• Settings sessions tune live. Your builder can adjust torch height control or feeds in real time while you watch the cut. Every change automatically snapshots your machine config first — the snapshot list in the OEM Connect section restores any of them with one click.
• Pointing beats driving. In a screen session your builder gets a visible pointer to show you where to click. Actually controlling the app — mouse and keyboard — is a separate permission. When they do have it, the mouse behaves as if they were standing at the machine: click, double-click, right-click, scroll, and click-and-drag — dragging a selection box, moving geometry or a dimension — all work, including drags that run past the edge of what they can see.
• The terminal is its own line-item. It reaches beyond JetCad3 to the computer itself, so it's called out separately in the approval dialog, and its full transcript is kept in your activity records.
• Slow internet doesn't mean a stale picture. On a constrained connection — satellite, rural links — the screen stream adapts on its own: it sends only the parts of the screen that changed, steps the picture quality down when the link is struggling and back up when it clears, and never lets frames pile up behind a slow connection. What your builder sees is always what's on your screen right now, and when the screen sits still a full-quality frame arrives so fine text stays readable. A small readout on their side shows the live connection quality, so "is it the link or the machine" is answered at a glance. And when both ends support it, moving content switches to true video streaming — smooth motion at a fraction of the bandwidth, negotiated automatically with a safe fallback on anything older.
• A connection blip doesn't end the session. Shaky internet on either end — satellite, rural links — used to kill the session and force a fresh approval. Now both sides notice a dropped link within seconds and reconnect by themselves; the session picks up where it left off, screen view and terminal included. While it waits, the badge says "reconnecting…" plainly and End session still works. If the other side doesn't return within two minutes, the session ends for good and any new access needs your approval again.
• A stuck picture fixes itself. If the screen view ever stops updating — a congested link, a stream that stalled — your builder's dashboard notices within seconds and quietly re-negotiates the stream, stepping down to simpler frames or redialing the connection if it has to, all without a new approval. Sessions can't trip over each other either: ending or losing one session never cuts off the picture another approved session is watching. And if JetCad3 is minimized when a session request arrives, the taskbar flashes and the dialog waits for you instead of silently expiring.

If your builder accepts help requests, the OEM Connect section shows a Request help button: choose what the responding technician may access, and your machine lands in their support queue with that access pre-approved — they connect without another prompt. Builders who prefer a phone call first show their support contact card in the same spot instead, so you always know how to reach them.